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Assesses how branded ingredients affect consumer product quality perceptions, confidence in product quality perceptions, product evaluations, taste perceptions, purchase likelihoods, and reservation prices of host brands of varying quality. In two experiments, we find that branded ingredients consistently and positively affected moderate‐quality host brands, but only occasionally positively affected higher‐quality host brands. Suggests that managers of both moderate and higher‐quality host brands consider implementing branded ingredient strategies, albeit for different reasons. While moderate‐quality host brands can improve their competitive position by using branded ingredients, higher‐quality host brands generally do not. However, higher‐quality host brands may benefit most by securing the most desirable branded ingredients for their own use, thereby blocking moderate‐quality host brands from using a branded ingredient strategy to improve their competitive position.

As organizations are striving to increase customer loyalty through relationship marketing programs, more firms are implementing customer penalty policies that impose fees or charges (e.g. airline reticketing fees) on customers that fail to comply with purchase agreements. While penalties are intended to increase customer compliance with purchase agreements, they may also reduce customer loyalty and increase negative word‐of‐mouth communications. Owing to a paucity of available research, the authors conducted a national consumer survey to determine, first, if penalties increase customer compliance, reduce customer loyalty, and/or increase negative word‐of‐mouth communications, and second, what factors may influence customer perceptions of penalty fairness. The results indicate that while penalties may increase customer compliance, some customer conflict and other negative consequences are likely to follow the imposition of a penalty. Also, the effects of a number of demographic and situational factors on customer perceptions of penalty fairness are presented and discussed. Considers the implications of the findings for management practice and discusses directions for future research.

This paper aims to provide an insight into the actions required by trust officers to improve customer satisfaction during a time of difficult economic and regulatory conditions.

A total of 96 bank trust officers located in the USA were surveyed using a mail questionnaire.

Increased compliance regulation and financial industry problems during 2008 and 2009 have had only a minor negative impact on customer satisfaction. Success in maintaining satisfaction levels has come from customer‐focused corrective actions including more frequent customer meetings, improved electronic/print mail communications and the provision of more friendly financial information.

The paper makes three recommendations to senior managers to help them maintain customer satisfaction: 1, continue to focus on the basics of customer focus; 2, use existing and emergent technology to provide customer friendly support; and 3, constantly review and update the financial value proposition offered to customers.

The study provides insight into the issues of customer satisfaction in the current difficult economic and regulatory climate.

An agreement has been reached giving UMI rights to publish print and microform editions of doctoral dissertations and masters theses written at universities throughout Canada. The agreement, made with the National Library of Canada (NLC), also gives UMI potential rights to publish electronic editions.

The purpose of this paper is to research the effect of uncertain rewards on the recommendation intention in referral reward programs (RRPs) and investigate the interaction of tie strength and reward type on the recommendation intention.

The research adopts a quantitative exploratory approach through the use of experiments. Study 1 adopted a 2×2 between-participants design ((reward type: certain reward vs uncertain reward)×(tie strength: strong tie vs weak tie)). Respectively, by manipulating uncertain probabilities and expected value, Studies 2 and 3 further explore the effect of uncertain rewards and tie strength on customers’ referral intention.

This paper finds the following: compared to certain rewards, customers’ referral intention under uncertain rewards is higher and positive experience has a mediating effect between reward type and recommendation intention; when only the recommender is rewarded, the tie strength between the recommender and the receiver moderates the effect of reward type on the recommendation intention; for strong ties, customers’ recommendation intention is higher in uncertain reward condition, but for weak ties, customers’ willingness to recommend is almost the same in both reward types; when both the recommender and the receiver are rewarded, although certain rewards have a higher expected value than uncertain and random rewards, for strong ties, the participants have a higher referral intention under random rewards than that under uncertain rewards, which have a higher referral willingness than that under certain rewards. Additionally, for weak ties, the reverse is true.

The research has both theoretical implications for research on uncertain rewards and tie strength and practical implications for marketing managers designing and implementing RRPs.

The purpose of this paper is to analyze the reception and impact of Jürgen Habermas’s global academic best seller in the USA between 1974 and 2018. It specifically addresses the consequences of the long delay in the publication of the English translation of Habermas’s 1962 public sphere concept until 1989 in the context of Habermas’s paradigm shift from the Kantian ideal of a participatory democracy to a systems-theoretical interpretation of deliberative democracy, which informs Between Facts and Norms (1992/1996).

This paper can be classified as a “conceptual paper” that draws on empirical research, namely, Adrian Rauchfleisch’s (2017) bibliometric co-citation analysis of two decades of public sphere research, which features a multi-dimensional scaling of these research communities based on the distance matrix of the co-citation network.

As the 22,000 scholarly citations for structural transformation as of April 2018 already indicate, this paper confirms in detail that Habermas’s original public sphere concept attracts significantly more academic interest on an interdisciplinary basis than Between Facts and Norms, which no longer pursues a critical theory of contemporary democracy. Instead, this shift toward a uniquely sophisticated theory construction in the realm of normativity produces a work in Rechtstheorie (Thomas McCarthy) that is by definition removed from political practice. The paper demonstrates that only the criteria developed in structural transformation can be applied to the analysis of constitutional crises in the USA.

This paper was researched and written solely by the author. All sources are clearly identified.

Social class has long existed in tension with other forms of social difference such as race, gender, and sexuality, both in academic and popular debate. While Marxist-influenced class primacy perspectives gained prominence in US sociology in the 1970s, they faded from view by the 1990s, replaced by perspectives focusing on culture and institutions or on intersectional analyses of how multiple forms of social difference shape durable patterns of disempowerment and marginalization. More recently, class and capitalism have reasserted their place on the academic agenda, but continue to coexist uneasily with analyses of oppression and social difference. Here we discuss possibilities for bridging the gap between studies of class and other forms of social difference. We contend that these categories are best understood in relation to each other when situated in a larger system with its own endogenous dynamics and tendencies, namely capitalism. After providing an historical account of the fraught relationship between studies of class and other forms of social difference, we propose a theoretical model for integrating understandings of class and social difference using Wright et al.‘s concept of dynamic asymmetry. This shifts us away from discussions of which factors are most important in general toward concrete discussions of how these factors interact in particular cases and processes. We contend that class and other forms of social difference should not be studied primarily as traits embodied in individuals, but rather with respect to how these differences are organized in relation to each other within a framework shaped by the dynamics of capitalist development.

Law enforcement social control policies over black Americans can be traced back to early policing. From the development of the “patroller” system (established in 1794 to systematically police slaves) to contemporary police militarization, the relationship between black Americans and the police has been defined by bitter conflict that continuously results in outward expressions of discontent and protests. Recent examples abound, including the Los Angeles riots in the 1990s, the aftermath of the murder of Michael Brown in Ferguson, Missouri, as well as the protests sparked by the deaths of Eric Garner and Freddie Gray. Indeed, social, political, and media speculation has placed police behavior under heavy scrutiny. Questions abound regarding the fairness, appropriateness, legality, and legitimacy of police methods, as critics have accused policing agencies of adopting punitive and repressive measures that target communities of color (and act as provocation for rioting). This chapter will use a critical lens to first investigate the historical social control strategies used against communities of color by law enforcement (beginning with antebellum “beat companies” to more contemporary “broken windows” policies). Next, the author observes that, in addition to institutional evolution, police behavior (specifically related to community policing and responses to community protests) have accordingly shifted since the nineteenth century. For example, the author discusses the three current strategies of protest management (escalated force, negotiated management, and strategic incapacitation) that have all been embraced to varying degrees with relationship to police response to black community protests. Last, the author explores the iterative process of police “command and control” policies and black community protests, noting that these competing forces have “coevolved,” mirroring one another, and feature antagonistic attitudes from both sides.

Purpose – This chapter examines the electoral coalition and leadership style of Columbus’ Mayor Michael Coleman.Design/methodology/approach – An analysis of State of the City addresses, in-depth interviews, and an analysis of scholarly publications and news stories was conducted.Findings – The first Black mayor of Columbus, Ohio, Michael Coleman was elected by forging an electoral coalition between the city’s majority White and minority Black community. Once in office, Coleman was faced with the challenge of creating a governing coalition that addressed the downtown development interests of his White constituency and the community redevelopment needs of Black residents. While he has favored economic development, Coleman has delivered some noteworthy benefits to the Black community, especially in terms of neighborhood revitalization and community redevelopment. Given the challenge of balancing such divergent interests, Coleman’s accomplishments are noteworthy. Nevertheless, he has been unable to facilitate significant upward mobility of the Black community, and Blacks continue to remain underrepresented in government. This chapter explores the role of racial politics in Coleman’s elections and his policy focus once elected. Attention is also paid to the Coleman administration’s efforts to improve the socioeconomic situation of Blacks. We argue that Coleman’s leadership fits within the “universalized interest approach,” taking advantage of compromises between seemingly polarized parties to produce mutual, if qualified, benefits. In this way, Coleman has placated those with power, ensuring a long tenure as mayor and an extended window of opportunity with which to create change in Columbus.Practical implications – This chapter sheds light on how a minority mayor can come to power in a majority White city today.Originality/value – This is the first analysis of Michael Coleman’s leadership and provides a valuable example of the possibilities and limitations faced by a Black mayor in a majority White city.